Air France KLM Martinair Cargo is increasingly weaving artificial intelligence into its day-to-day commercial operations, applying it to tasks such as booking, pricing, customer service, sales support and forecasting. Rather than treating automation as a replacement for staff, the carrier ‘bionic model’ strategy is a combination of technology and human judgment, with the aim of streamlining processes for customers while shifting employee attention toward more complex work.
Air France KLM Martinair Cargo’s recent rollout illustrates the approach: a new Auto-Fill tool on its myCargo booking platform. Customers can now copy shipment details from an email or other plain text and paste these into the system. The AI identifies the key information such as weight, dimensions and piece count, and automatically fills this into the corresponding booking fields. The intent is to cut down on manual entry, reduce errors and speed up the booking process.
The carrier is also introducing an Auto Quote feature, which automatically produces spot price quotes for cargo requests submitted via myCargo or email, with the goal of giving customers faster turnaround when responding to market conditions. Both tools fit into a wider effort by Air France KLM Martinair Cargo to modernize its B2B platform and move toward more automated, self-service functionality. There are more such AI-powered tools to come, its release reveals.
GertJan Roelands, SVP Commercial at Air France KLM Martinair Cargo, stated: “AI will be one of the key accelerators of the next phase of our commercial transformation. We believe AI has the potential to fundamentally reshape how customers search, book, manage, and interact with air cargo services. The introduction of AI-powered capabilities such as Auto-Fill and Auto Quote demonstrates how technology can simplify complex processes, improve speed and accuracy, and create a more seamless customer experience. However, this is only the beginning. We see AI playing an increasingly important role across the entire customer journey, from personalized recommendations to predictive service and intelligent decision support. By combining advanced technology with the expertise of our people, we are building the next generation of customer experience in air cargo while creating greater value for both our customers and our business.”
